Get technical support

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til installation og administration af Zylinc-løsninger er for tiden på engelsk.

How to contact support depends on you role:

  • If you got your Zylinc solution through a Zylinc system integration partner: Use the support channels that you've agreed with the Zylinc partner that you got your Zylinc solution from.
  • If you got your Zylinc solution directly from Zylinc: Use the support options listed in the following.
  • If you're a Zylinc partner: Use the support options listed in the following.

  • Zylinc web support portal: http://support.zylinc.com

    When you create a support issue, you get an issue number. If you later contact Zylinc about the issue, you'll need the issue number.

  • Phone support (only available if you've used the web support portal to create the issue that you call about): +45 8833 6645

    Open Monday-Friday 08:00-17:00 CET. Have the issue number ready when you call.

You can’t use any other channels, such as e-mail, instant messaging, or video conferencing, to communicate with Zylinc support.

If you're not already a user of the web support portal, you can sign up with this form:

Always sign up with your work e-mail address. The system will then detect your company from the e-mail domain, and you'll be able to view and comment on issues created by your colleagues, and they'll be able to view and comment on issues created by you.

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When ready, click Submit Issue at the bottom of the page

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When you describe what you need, make sure to cover the following:

  • Version of the Zylinc release: Include the name of the release folder that the system was installed from, for example Release_6.0u3.4 or Release_6.5u4.12

  • Affected users: Are all users affected? If not, provide some examples of user IDs that don’t work, as well as some examples of user names that do work.

  • Where to find the affected function, and what isn't working: Remember to describe what it is that doesn't work. Preferably attach a screenshot of the function. In the screenshot, use an arrow or circle to mark where to find the affected function. If you can't make a screenshot, make it clear in writing where to find the problem.

    Example: In the Statistics Portal, when you click Settings > Other Settings > Layout > Reset Layout, the layout remains unchanged.

  • When you discovered the problem: When did the problem happen? Has it worked in the past? Is it a new installation, currently under implementation? Does it seem to be a periodic issue? Did it happen just once; if so, when?

  • Steps to recreate the error: If it isn't already obvious from the previously included info, write the steps required to recreate the error.

    You can also use a smartphone to make a short video about the problem, and then attach the video.

Provide additional information in the following cases:

For issues about ZyDesk Windows applications, include the following:

  • A .zip file of the folder %appdata%\Zylinc\ZyDesk\Log
  • Queue Manager log (optional)
  • Client Manager log (optional)

For more information about how to find log files, see Quickly collect log files from Zylinc client or server

If you see one or more of the following problems that relate to Tomcat:

  • The process Tomcat8.exe uses excessive amount of CPU, memory, or other system resources

  • Deadlocks, unresponsive applications, or poor response times

  • The Apache Tomcat service refuses to stop

Provide the following additional information:

  1. Java stack trace

  2. Java heap dump

  3. Export Tomcat registry parameters

  4. A zip file that contains the Tomcat logs folder

To get the information in steps 1, 2, and 3, see the following:

This is how to use PowerShell ISE to quickly collect that information for all Apache Tomcat services that are in the Started state on a Windows Application Server:

Copy jdk1.8.0.171 folder to Windows application server:

Warning: Do not install Java SE Development Kit on servers that contain Tomcat instances deployed with Zylinc Deployment Manager. Your Deployment Manager configuration can be damaged, and this can prevent your existing Tomcat services from starting.

You can safely copy the folder, if you follow these steps:

  1. Download jdk1.8.0_171.zip and place the file on the desktop.
  2. Check that the zip that you just downloaded isn't blocked by the operating system:
    1. Right-click the downloaded file, and select Properties
    2. If the file is blocked, you'll see a box named Unblock, next to Read-only and Hidden. In that case, select Unblock, and click OK
  3. Extract the downloaded zip archive:
    1. Right-click the downloaded file, and select Extract All…
    2. Click Extract
  4. Open the extracted folder. It contains a sub folder with the name jdk1.8.0_171. Copy that sub folder to C:\Program Files\Java

Copy the PowerShell code into a new script pane in Windows PowerShell ISE:

  1. On the Windows Application Server in the Windows Start menu, select Windows PowerShell, right-click Windows PowerShell ISE, and select More > Run as administrator

  2. In the Windows PowerShell ISE menu, select View, and make sure that Show Script Pane is selected.

  3. Make a copy of the following PowerShell code, and in the Windows PowerShell ISE window, right-click inside the Untitled1.ps1 script pane, and select Paste.

Run the PowerShell script:

  • In the Windows PowerShell ISE window, press F5 to Run Script

A file, called TomcatDumps, that contains the stack trace, heap dump, and registry settings is automatically placed on your desktop.

  1. Copy jdk1.8.0.171 folder to C:\Program Files\Java on your Windows Application Server as described in the previous

  2. Start Windows Task Manager

  3. Go to the Processes pane (if you can’t see the Processes pane, click More details).

  4. Find the first process with the name Commons Daemon Service Runner, and make a note of the Tomcat instance name and the PID:

    1. Expand Commons Daemon Service Runner, and make a note of the name of the underlying Tomcat service, for example, ZyMT_ApacheTomcat_x64_8.5.31.0_ZyTomcat1-8080-8443.

    2. Right-click Commons Daemon Service Runner, and select Go to details

      You’ll now be taken to the Details pane, and tomcat8.exe should be selected

    3. Make a note of the value in the PID column next to the selected tomcat8.exe, for example 13356

  5. Repeat step 4 for your remaining Tomcat instances

Make a Java stack trace, Java heap dump, and export Tomcat registry settings, for each of the PIDs:

  1. Open a Windows Command prompt with the Run as administrator option, and type the following commands:

    cd "\Program Files\Java\jdk1.8.0_171\bin"
    jstack -l 13356 >%temp%\dump_stack_13356.txt
    jmap -dump:format=b,file=%temp%\dump_heap_13356.hprof 13356
    regedit /E %temp%\dump_TomcatRegistrySettings.log "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Apache Software Foundation"

    Replace 13356 with the PID that you previously noted

  2. Repeat step 1 for the remaining PIDs that you preciously noted

  3. In the Windows start menu, select Run

  4. In Open, type %temp%

  5. The files that begin with dump will contain the necessary information.

    Zip those files, and attach them to your support issue.

To get the information in step 4, see Quickly collect log files from Zylinc client or server

The Tomcat related-problems described in the previous can be caused by a malfunction or configuration error in any of the individual services that have been installed within a Tomcat instance. The problems can also be caused by the configuration parameters of the Tomcat instance itself.

You can check the Max. Memory (MB) parameter of the Tomcat instance, or you can try to isolate each individual Tomcat service in its own dedicated instance. This way you can find out more about which services cause the problems, and you can prevent a single service from bringing other services down.

For issues about ZylincMobile for Android, include the following:

  1. Android version
  2. ZylincMobile version.
  3. Client Manager log (see Quickly collect log files from Zylinc client or server).
  4. Log file from ZylincMobile for Android:

    1. Make sure you have a working e-mail app on the device

    2. Log in to the ZylincMobile app

      If you can't log in to the app:
      1. Tap the icon in the bottom right corner of the log in screen
      2. Tap Send bug report
      3. Go to step f. in the following

    3. In the ZylincMobile menu, select Settings

    4. Select Send log

    5. Click Next

    6. Select E-mail application

    7. Add your own e-mail address to the CC field of the e-mail

    8. Send the e-mail

    9. When you receive the e-mail on your computer, extract the log file, and upload it to the support issue

If you can reproduce the issue on both iOS and Android, report it as a Client Manager issue.

For issues about ZylincMobile for iOS, include the following:

  1. Device model (example: iPhone 7 Plus)

  2. iOS version (example: iOS 11.2).

  3. ZylincMobile version.
  4. Client Manager log (see Quickly collect log files from Zylinc client or server).
  5. Log file from ZylincMobile for iOS:

    1. Make sure you have a working e-mail app on the device

    2. Log in to the ZylincMobile app

      If you can't log in to the app:
      1. Tap the icon in the bottom right corner of the log in screen
      2. Tap Send bug report
      3. Go to step f. in the following

    3. In the ZylincMobile menu, select Settings

    4. Select Send log

    5. Add your own e-mail address to the CC field of the e-mail

    6. Send the e-mail

    7. When you receive the e-mail on your computer, extract the log file, and upload it to the support issue

If you can reproduce the issue on both iOS and Android, report it as a Client Manager issue.

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When you describe what you need, make sure to cover the following:

  • Names of costumers who want the feature: Zylinc needs to know that real customers have requested the feature.

  • Why the feature is required, and which use cases it'll cover: This information is much more important than technical descriptions. As a minimum, describe what type of role the people who want the feature have, and which objectives they want to achieve with the feature.

You can help Zylinc support help you more efficiently, if you remember this when you create issues:

  • One problem = one issue: Create a separate issue per problem. Don’t mix information about other issues into an existing issue.

  • Same problem at several customers/sites: If the same problem exists at several costumers/sites, you don’t need to create a separate issue for each of them. Just select a single representative customer/site, and attach log files, screenshots, etc. from that customer/site.

  • Don't re-use old issues: If a previously resolved problem occurs again, create a new issue, or call phone support to have the old issue re-opened. Don’t remove the resolved or closed status from the issue on your own.

  • Attachments in standard formats: If you attach files, use standard file formats that Zylinc support will be able to open, for example Microsoft Office documents, .txt, .pdf, .bmp, .png, or .jpg. For Zylinc log files, use their native formats, such as .log or .tgz, or include a .zip file that contains the Zylinc log files.

  • Whole screenshots: If you attach screenshots, don't crop them. Make sure that the entire program window is included in the screenshot.

    Example: Some of the Zylinc client windows contain status and date/time information in a bar at the bottom of the window. If you crop the screenshot, that important information can get lost.

  • Zip large files: If you're going to attach files that are larger than 2 MB, use zip to compress the files before you attach them.

  • Problems about specific calls: If you need assistance about a specific call that has caused problems in your Zylinc solution, do the following:

    1. In the Statistics Portal, select Logs > Channels, and open the required call. The call the opens in a pop-up window in the browser.

    2. Make a copy of the URL from the pop-up window, and include the URL in your support issue.

    3. Make a screenshot of the pop-up window, and attach the screenshot to your support issue.

If you need Zylinc support to remotely access a third-party environment through VPN, TeamViewer, WebEx, or Skype desktop sharing, you can place an order for this extra service. This of course requires that you've agreed with the owner of the third-party environment that it's OK for Zylinc support to access it.

Make sure that you've created a support issue through the web support portal, before you ask for this extra service. Zylinc support can't access a third-party environment if you haven't created an issue.

For Zylinc to remotely access a third-party system, we'll typically need the following:

  • Local administrator account for Windows servers and SQL servers: The account must have Local Administrator group membership on all related Windows servers, including SQL servers. Access to administrative features, including the ability to install or uninstall programs, and the ability to configure Windows firewall, mustn't be limited by policies or other restrictions.

  • Remote Desktop (or similar): Access to relevant Windows servers, including SQL servers. Ability to upload and download files, for example through Remote Desktop file transfer. Ability to use the Windows clipboard for copy/paste via remote connection. Low latency, low level of graphics re-scaling, responsive mouse and keyboard, and working Windows shortcut keys.

  • Administrator account for SQL server instances: Sysadmin SQL Server-level role permission on all relevant SQL server instances.

  • Other administrator accounts: For logging in to ...
    • Zylinc Administration Portal
    • All relevant Tomcat instances: Tomcat administrator account with the following Tomcat roles: admin, manager, manager-gui, manager-script
    • ZyDesk, if that's part of the solution
    • Zylinc Mobile, if that's part of the solution
    • Zylinc Statistics Portal, if that's part of the solution

  • Service accounts user names and passwords: For calendar and directory synchronization, and any other service accounts that might be a part of the system, such as accounts for accessing Cisco or BroadWorks.

  • Windows Server with access to support tools: Must have the following support tools installed:

    • ZyDesk (if that's part of the solution), including ability to upgrade and downgrade

    • A Zylinc-supported web browser with access to all related portals and Tomcat instances

      • Relevant Zylinc servers on the public internet must be included to the list of trusted sites

      • Relevant internal servers on the LAN must be included to the list of trusted sites

    • SQL Server Management Studio, including SQL Server Profiler via the installation feature Management Tools > Complete.

      For installations that use a co-located SQL Server Express Edition, you can leave out SQL Server Profiler.

    • Notepad++ or similar

    • Softerra LDAP Browser or similar

    • Wireshark network protocol analyzer or similar

    • PuTTY - Telnet and SSH client or similar

    • File compression tool, such as 7-zip or similar

    • Telnet Windows client (or a similar tool for testing port openings) must be enabled

    • Windows PowerShell must be accessible

    • Windows PowerShell ISE must be accessible

    • Windows Command Prompt must be accessible

    • Windows Regedit must be accessible

    • Windows Event Viewer must be accessible

If you need help with your Zylinc solution, you can greatly help the supporters assist you, if you attach log files from your Zylinc system to your support case.

Sounds complicated? It isn't, because we have a tool that helps you easily collect the log files. Read more in Collect log files from Zylinc software

Zylinc solutions integrate with third-party hardware and software that have lifecycles outside the control of Zylinc. Even though Zylinc closely follows the lifecycles of such third-party hardware and software, changes to third-party hardware and software may be announced at very short notice. That can make it difficult for Zylinc to guarantee that, for example, a new third-party software update will immediately work with a Zylinc solution.

That's why it's important that you know the following about third-party hardware and software.

Third-party hardware & software – impact on Zylinc support

Zylinc solutions integrate with numerous third-party hardware and software providers. Some of the third-party software is essential to the core operation, for example operating systems and databases. Other third-party software is needed to implement additional features, for example chat. Third-party hardware, like phones or headsets, can also play a great role in a Zylinc solution.

To guarantee a fully working solution, Zylinc closely follows the release cycles of the third-party hardware and software vendors. Zylinc will not support integration to third-party hardware or software that's no longer supported by the respective vendor. This also applies to hardware and software that isn't directly used in the Zylinc solution as such, but can be used as tools that support the general use of the Zylinc solution, for example Microsoft Excel.

  • Microsoft

    Zylinc solutions aren't supported on Microsoft software that has passed its Mainstream Support end date. Zylinc doesn't support Microsoft products in the Extended Support state.

    You can find the official Microsoft lifecycle definitions at https://support.microsoft.com/en-us/gp/lifeselect, from where you can also find detailed lifecycle information on specific products.

  • Cisco

    You can find infomation about the lifecycle of Cisco Call Manager at https://www.cisco.com/c/en/us/products/unified-communications/unified-communications-manager-callmanager/eos-eol-notice-listing.html

  • Third-party APIs in general

    Many third-party software and service providers don't follow strict software lifecycle policies where changes to APIs are announced well in advance. This applies to, for example, Facebook and Google.

    Zylinc follows updates to all relevant APIs closely, and will update the Zylinc solutions to comply with updates as quickly as possible. However, Zylinc isn't responsible for any limitations, thresholds, etc. in such third-party APIs.

  • Third-party hardware

    Many third-party hardware providers don't follow strict lifecycle policies where changes to their hardware and any associated software, firmware, etc. are announced well in advance. This applies to, for example, phone device and headset manufacturers.

    Zylinc follows updates to all relevant hardware as closely as possible, and will update the Zylinc solutions to comply with updates as quickly as possible. However, Zylinc isn't responsible for any limitations, etc. in such third-party hardware.

When you upgrade or downgrade third-party software or hardware that could have an impact on how your Zylinc solution will work, we strongly recommend that you test the upgrade or downgrade in an isolated test environment before you apply the changes in your production environment. You should be especially aware of this if you subscribe to automatic third-party updates.

If you're in doubt about whether particular third-party software or hardware will work with your Zylinc solution, you're welcome to contact Zylinc support for advice.

See also Copyright, trademarks, and disclaimer.